Sam Pitroda, the pioneer of Indian IT revolution, once suggested to abolish the attestation of any paper copies so that we can save our valuable time. It's been 10 years since he gave that suggestion and situation has not gone anywhere. People here always wonder as what prompts him to think like that? Does he believe that good governance is still possible in India? Or he is just one of the virtual believers of Hippocratic Society where decisions can not be implemented because of Red tap-ism.
He even being the adviser to the Prime Minister of India, might not have succeeded in implementing his thoughts but there is one institution which is showing the hope and the light of new India. And that is nothing but the Passport office of India.
On May 2010, with the launch of national e-governance, Passport department was connected with Private company TCS. Since then it has become a central place for the development of the good governance. When one enters its premises, he feels the essence of best customer service. Prior to it one has to simply register himself with passport office for acquiring it. This can be done through the sound website developed by the same company. After that the person is given with an appointment whose credentials and timing are valued minute by minute. These features are nowhere seen in the normal government offices such as collector's office, commissioner's office or even the normal SETU office.
When we enter further then we can see people waiting to serve us. There is single window system and the guy guides us with natural smile. If our documents are OK then we are given further instructions by special volunteers. If there is some flaw then the same officers help us and exactly quote us as what is missing? and How we should correct that? If everything is OK then we have to go another window. Wait, there is again a person to guide us to the next window. If everything is OK then within an hour we are home. Other special things to note are the arrangement of safe drinking water, sitting arrangement and if you are hungry then canteen facility is also there to serve you.
The story is not same in other offices. Specially Tahsil office where we need to apply for almost all the documents. Though the national e-governance has been launched but the situation is still same. We have to face the middlemen who have the strong connection with officers. There is a citizens' charter but it is with faint ink and lots of confusions. Not all the offices have public relation officer and even if he is present then he will be roaming somewhere else. when all the process can be made very simple, even an educated person have to bribe a simple 10th class passed unauthorized guy. And as there is no appointment system, we have to stand in line for hours.
The case is same for the SETU office, a place launched under the e-governance for facilitating the processes. But now a days, even a SETU office can be seen flooded with middlemen. This is a serious warning for the promoters of authority for the welfare of the people. Similar and best example for haphazard and corrupt system where people nearly tend to cry is nothing but the Transport and vehicle office. Even a chapter on 'how to blame' from Norman Luis's dictionary would be insufficient to describe these office.
I can't understand as why do they make the process tedious? Shall we blame an IAS lobby for this? Definitely Yes, see an IAS officer is nothing but a person with strong decision making ability and he is very highly trained for about a year in Missouri. He can be a person who might have memorized even the page numbers of his book on good governance specially during his preparation years. He has the supreme power and if he decides then he can through out these middlemen both legally and illegally. But the real question is if he wants to do it or not? The reason for this can be traced to an old excuse. And that is they get very small time to initiate changes. The problem lies in the will-power of these officers. From the examples of these worst working of offices we can certainly conclude that there is a flaw in their will-power.
Private sector has played an important role in initiating a better service to people. With the decentralization and privatization of Passport office, the conclusion of facilitative processes can be drawn. Now this is serious issue and also a serious warning for government officers. They have to initiate the changes at very quick pace. They have to apply their training. They have to prove that their can be no other superior body for betterment of people. It is a fight of dignity and personal ego where Babus have to transcend upon their private counterparts. Otherwise, executives will be forced by the people to totally privatize the concern offices. Essentially and specially when you have to visit the police station and have to bribe the cop with 200 bucks for the verification of your passport.
He even being the adviser to the Prime Minister of India, might not have succeeded in implementing his thoughts but there is one institution which is showing the hope and the light of new India. And that is nothing but the Passport office of India.
On May 2010, with the launch of national e-governance, Passport department was connected with Private company TCS. Since then it has become a central place for the development of the good governance. When one enters its premises, he feels the essence of best customer service. Prior to it one has to simply register himself with passport office for acquiring it. This can be done through the sound website developed by the same company. After that the person is given with an appointment whose credentials and timing are valued minute by minute. These features are nowhere seen in the normal government offices such as collector's office, commissioner's office or even the normal SETU office.
When we enter further then we can see people waiting to serve us. There is single window system and the guy guides us with natural smile. If our documents are OK then we are given further instructions by special volunteers. If there is some flaw then the same officers help us and exactly quote us as what is missing? and How we should correct that? If everything is OK then we have to go another window. Wait, there is again a person to guide us to the next window. If everything is OK then within an hour we are home. Other special things to note are the arrangement of safe drinking water, sitting arrangement and if you are hungry then canteen facility is also there to serve you.
The story is not same in other offices. Specially Tahsil office where we need to apply for almost all the documents. Though the national e-governance has been launched but the situation is still same. We have to face the middlemen who have the strong connection with officers. There is a citizens' charter but it is with faint ink and lots of confusions. Not all the offices have public relation officer and even if he is present then he will be roaming somewhere else. when all the process can be made very simple, even an educated person have to bribe a simple 10th class passed unauthorized guy. And as there is no appointment system, we have to stand in line for hours.
The case is same for the SETU office, a place launched under the e-governance for facilitating the processes. But now a days, even a SETU office can be seen flooded with middlemen. This is a serious warning for the promoters of authority for the welfare of the people. Similar and best example for haphazard and corrupt system where people nearly tend to cry is nothing but the Transport and vehicle office. Even a chapter on 'how to blame' from Norman Luis's dictionary would be insufficient to describe these office.
I can't understand as why do they make the process tedious? Shall we blame an IAS lobby for this? Definitely Yes, see an IAS officer is nothing but a person with strong decision making ability and he is very highly trained for about a year in Missouri. He can be a person who might have memorized even the page numbers of his book on good governance specially during his preparation years. He has the supreme power and if he decides then he can through out these middlemen both legally and illegally. But the real question is if he wants to do it or not? The reason for this can be traced to an old excuse. And that is they get very small time to initiate changes. The problem lies in the will-power of these officers. From the examples of these worst working of offices we can certainly conclude that there is a flaw in their will-power.
Private sector has played an important role in initiating a better service to people. With the decentralization and privatization of Passport office, the conclusion of facilitative processes can be drawn. Now this is serious issue and also a serious warning for government officers. They have to initiate the changes at very quick pace. They have to apply their training. They have to prove that their can be no other superior body for betterment of people. It is a fight of dignity and personal ego where Babus have to transcend upon their private counterparts. Otherwise, executives will be forced by the people to totally privatize the concern offices. Essentially and specially when you have to visit the police station and have to bribe the cop with 200 bucks for the verification of your passport.
No comments:
Post a Comment